IT Service Desk Analyst

Bloomberg; New York (NY); In loco; USD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

Bloomberg is seeking a Service Desk Analyst to deliver high-quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices for its global employee base. You will be the primary contact for internal technical requests and incidents, working with cross-functional teams to ensure timely resolution.

The role emphasizes productivity, user experience, and adherence to defined ETS processes, with opportunities to improve automation and knowledge management across tools and

Competenze

• Experience providing 1st line IT support for Windows and Mac OS devices.
• Familiarity with incident management processes and ticketing.
• Knowledge of common enterprise tools and services (AD, SCCM, Citrix).
• Experience working in a global, fast-paced environment.

Mansioni

• Provide 1st line support to global employees for technical service requests via SDSK, ADSK, and Phone.
• Deliver support that prioritizes employee productivity and experience.
• Follow ETS workflows for incidents, requests, problems, and changes, ensuring consistent service delivery.
• Ensure tickets meet ETS quality standards with accurate categorization and clear resolution.
• Monitor service metrics: SLA adherence, CSAT, and First Time Fix.
• Participate in team huddles, training, and feedback forums to improve service.
• Use dashboards and internal tools to prioritize and manage workload.
• Drive first time resolution and high-quality ticket handling.
• Identify automation and efficiency opportunities.
• Contribute to knowledge base and partner with Knowledge Management.
• Utilize access across AD, SCCM, Citrix, PaperCut, O365, Azure and related systems.
• Partner with L2 and Continuous Improvement teams to drive service improvements.

Conoscenze

Problem solving

Time management

Communication

Ownership & transparency

Global teamwork

Customer service

Fast-paced work

Formazione

Degree in Computer Science / Networking / IT Security

Strumenti

CompTIA A+

ITIL v4 Foundation

Cisco

Slack

Miro

AV support

Python

PowerShell

Descrizione del lavoro

Description & Requirements

The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents.

Mission

To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

What You'll Do:

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
• Deliver support that prioritizes employee productivity and experience
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
• Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation.
• Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix.
• Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability.
• Use dashboards and internal tools to prioritize and manage workload
• Drive first time resolution and high-quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Effectively utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM and related systems
• Partner with the L2 and Continuous Improvement teams to drive service improvements

You’ll Need:

• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast-paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
• Clear and effective communication skills
• Root cause analysis – “Chase the why”

We’d Love to See

• CompTIA A+
• ITIL v4 Foundation
• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, Miro, and AV support
• Familiarity with Python, PowerShell, or other scripting languages